Customer Support Technician I & II

About Lightcurve

Headquartered in Tacoma, WA, Lightcurve is a local leader in delivering high-speed internet and digital connectivity solutions to communities throughout Washington State. With a commitment to provide innovative and reliable broadband services delivered with a focus on excellent customer service, Lightcurve is dedicated to connecting people, supporting community growth, and building networks that fuel our local economies.

In 2023 Palisade Infrastructure (“Palisade”) closed on a transaction to acquire Rainier Connect, forming Lightcurve. In 2024 Lightcurve closed on a transaction acquiring the Washington state operations of Consolidated Communications. Since then, Lightcurve has announced plans to deploy fiber optic broadband in several communities. These investments will allow Lightcurve to rapidly invest in modern fiber-optic broadband networks in both existing markets as well as in several expansion markets, bringing the latest in high-speed reliable broadband solutions to its communities.

Company Culture and Values - At Lightcurve, we are driven by our core values.

·        Integrity Upholding the highest standards of integrity at all times.

·        Delighting Our Customers: Delivering exceptional experiences that exceed expectations.

·        Collaboration: Working together to create successful outcomes for customers and employees alike.

Position Summary

As a Customer Support Technician, you will be an expert in addressing a wide range of tickets related to internet, streaming TV, and voice-related concerns via telephone assistance. This role demands a keen willingness to learn and adapt. You'll engage with customers of varying technical expertise, troubleshooting a diverse range of end-user devices and network configurations. This dynamic role tackles challenges head-on and serves as a technical superhero for our customers every day.

Primary Responsibilities:

·        Ensures swift responses to a diverse array of trouble tickets, with a primary focus on prioritizing the customer experience above all else

·        Identifies and escalates intricate issues to the relevant departments following comprehensive troubleshooting

·        Empowers customers by offering insights into products and services that align with their specific technical requirements

·        Vigilantly monitors emerging trends indicating potential outages and promptly notifies the appropriate teams for swift resolution

·        Demonstrates flexibility by being available to work evenings, weekends, and variable schedules, including overtime when necessary

Measuring Success

·        Regular, reliable, and punctual attendance

·        Proficiency in exceptional phone etiquette and interpersonal skills, coupled with the capacity to multitask and independently manage workload priorities

·        Effective communication, collaboration, and cooperation skills, essential for interactions with vendors, customers, colleagues, and managers to achieve company objectives.

·        Aptitude for grasping and comprehending the company's range of products and services

·        Ability to apply logical thinking, creativity, and sound judgment to troubleshoot and resolve customer issues during the initial contact to minimize follow-up interactions.

·        Successfully helping our customers find solutions to their service needs, improving the way they work and play while connected to our services

·        Contributing to and developing a performance and results oriented culture.

·        Behaviors that are aligned with and strengthen company values.

Qualifications

·        Minimum of one year of customer support and/or technical support experience, preferably within the telecommunications/Internet sector

·        Two or more years of proven customer service experience

·        Familiarity with prevalent PC and MAC Operating Systems

·        Broad understanding of voice services, cable TV, and data technologies

·        A scrappy, nimble, innovative, hands-on contributor who is not afraid to roll up their sleeves to accomplish goals.

·        Demonstrated critical thinking skills, excellent and proactive communication skills, an ability to identify, prioritize, and collaborate effectively. 

·        Ability to interpret and execute instructions provided in written, oral, or diagrammatic formats

·        Skills in resolving challenges within predefined scenarios that involve multiple variables

·        Ability to thrive in a dynamic, high-volume environment,

·        Adept at swiftly adjusting to changes

·        High school diploma or GED required.

·        Criminal Background, Drug, Non-Negilgent Driving, and Employment Level Credit Checks Required

What We Offer

·        The excitement of a quickly growing and innovative industry

·        Opportunities to learn and grow as individuals and with a team

·        A fun and hard-working culture

·        Medical, Dental and Vision insurance

·        Optional supplemental insurance programs

·        401K Matching

·        Access to Employee Assistance Programs

Hours, Location, and Environment

·        This is a full time, In-office position in Tacoma, WA

·        4-10’s working Mon/Tues/Fri/Sat 

·        During the initial first 90 days/training period, a 5-8’s schedule may be required depending on experience and proven success working independently

·        Our workspaces are collaborative and customer-focused, with a commitment to professional growth and team support

·        Prolonged periods of screen time and extended sitting may be required. Occasional overtime may be necessary to meet peak workload demands

Compensation

·        This position pays $20.22-$28.17 per hour based on expertise, experience, and demonstrated proficiency in the role ( Spanning Levels I & II )

·        4 weeks per year Paid Time Off  

·        Paid Holidays or Equivalent Time Off

Lightcurve is an Equal Opportunity Employer committed to diversity and inclusion in the workplace.